If session transfers have been enabled by an Administrator as described in Configuring Session Transfer Options (opens a new article), then you can transfer a session that is currently assigned to you to another Agent or Skill.

  • Transferring a session to a specific Agent is a "hard" transfer that occurs regardless of Agent availability (see Availability; opens a new article) or login status.
  • Transferring a session to Skill is a "soft" transfer that assigns the session to the first-available Agent with the requested Skill.
  • If an Agent has exceeded the maximum number of concurrent sessions that s/he may have open, then that Agent will not receive any more Skills-based session transfer requests until their number of concurrent sessions falls below the specified maximum (see Configuring Session Transfer Options; opens a new article).

To transfer a session:

  1. Click the Transfer icon (dual arrows) for the session you want to transfer.

    The Transfer this Session popup appears.

  1. Use the Transfer to pull-down menu to select either Agent or Skill.
  1. Select the Agent or Skill to assign by either:

    • Typing the name of the Agent to whom you are assigning the session in the Select Agent field. A clickable list of matches appears and refreshes in real time as you type.

    • Using the Select Skill pull-down menu to select the Skill to which you are assigning the session.
  1. Confirm the summary that appears in the Transfer this Session popup (such as Session 11155 will be transferred to Windows Support) to ensure that you have made the proper selection
  1. Click OK.

Support.com Cloud® will assign the session to the selected Agent or Skill, as follows:

  • A session transfer from one Agent to another Agent is a "hard" transfer that will immediately open that session on that Agent's Support.com Cloud screen.
  • If a session is transferred to a Skill with zero Agents, then that session will remain in the queue and nothing else will happen with that session.
  • If a session is transferred to a Skill with one Agent, then that session will automatically be assigned to that Agent if that Agent is available (see Availability; opens a new article) and logged in to Support.com Cloud.
  • If a session is transferred to a Skill with more than one Agent, then that session will automatically be assigned to the first-available Agent with the specified Skill.
  • An Agent who receives a Skills-based session sees a popup asking them to Accept or Reject the session.

    • If the Agent clicks Accept, then the session is assigned to that Agent.

    • If the Agent clicks Reject, then Support.com Cloud attempts to assign the session to another Agent with the requested Skill.

    • If the Agent does not respond to the request within the Administrator-specified timeout interval, then Support.com Cloud marks that Agent as Busy and attempts to assign the session to another Agent with the requested Skill. The Agent can then click either OK to remain Busy or Change to Available to mark their status as Available once more.